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Integration with ZenDesk

Modified on: Sun, 20 Nov, 2016 at 8:01 AM

Overview

Zendesk is a popular cloud-based customer-service platform (helpdesk).

CloudMonix integrates with Zendesk by publishing and resolving service desk tickets when relevant notifications are raised by its monitoring and automation system, it also publishes errors from executing Actions as new tickets.Just like with other types of notifications in CloudMonix, you are able to control what notifications are sent as tickets to Zendesk based on resources, resource groups and mininum severities.

Three general steps to integrate CloudMonix with Zendesk

Create an Auth token in Zendesk for CloudMonix to use

Setup a new Integration definition in CloudMonix to Zendesk

Tell CloudMonix which notifications should be sent to Zendesk

Detailed steps to integrate CloudMonix with Zendesk

Navigate and log into Zendesk website, click on the Administration icon and open the API screen.

Enable Token Access and create a new API token. Copy it for future use in CloudMonix.

Provide the name for integration, Zendesk company subdomain, and Auth token. Zendesk subdomain can be retrieved from from your Zendesk URL. It is masked in the format of https://{sub-domain}.zendesk.com

When creating a new Zendesk Auth credential, make sure to specify email address of the agent that will be used by CloudMonix to submit and resolve tickets

Press Test button to ensure that a test ticket successfully publishes to Zendesk. In Zendesk you should see a new ticket, similar to shown below.

Now, the last step is to tell CloudMonix what notifications, from what resources need to be published to Zendesk

Navigate to Notifications screen under Account Settings in CloudMonix and create a new notification rule that sends notifications from resources to your newly defined Zendesk Integration. Learn more about Notification Management here.

If the ticket that was generated by an ON alert has been assigned to an agent, it will be automatically resolved when the alert condition is no longer true, to prevent that behaviour tick the DoNotSendAlertOff checkbox. If the ticket hasn't been assigned and sending Off alerts is enabled, then CloudMonix will simply add a new comment to the ticket if the condition for its associated alert is no longer true.

CloudMonix uses Zendesk tag technology to tag tickets it generates. These tags represent a link between Zendesk and CloudMonix. If a ticket's tag has been removed, CloudMonix will no longer be able to resolve it properly.